Improving Agent Engagement in Multi-Channel Contact Centers

Donna Fluss, President of DMG Consulting, shares insights for creating a multi-channel environment where agents are engaged and want to give it their all.

April 15, 2014

Creating multi-channel contact center agents presents new challenges – from operational considerations to people management. With customer expectations high and failure points increased, it’s critical for contact centers to implement processes that protect customer experience and increase agent engagement to deliver in any channel your customer chooses.

Watch the webinar archive with special guest, Donna Fluss, President of DMG Consulting to gain valuable insights and best practices for creating and managing the always evolving multi-channel environment.

Webinar attendees will learn:

  • Key points for converting phone staff to multi-channel agents
  • Do’s and Don’ts for multi-channel contact centers
  • Best practices for hiring within this environment
  • Tips for managing millennials
  • Revolutionary approaches for operationalizing improvements

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